Buick and GMC Rank 1st and 2nd in JD Power Overall Sales Satisfaction Index

December 15th, 2023 by

Front group view of the 2024 GMC Terrain lineup, including SLE, SLT, AT4 and Denali trims and available Elevation Edition.

The pandemic took a toll on the auto industry, with production shutdowns and supply chain disruptions that drove price increases and made it challenging to find in-demand models on dealers’ lots. Things are slowly returning to normal, but J.D. Power’s 2023 U.S. Sales Satisfaction Index Study found that some brands do better with the sales process than others, and three General Motors brands topped the list.

Buick was the number-one rated brand in the study, earning a score 824/1,000. GMC came second with an 821, and Chevy was third with 812. Breaking the assessment into individual vehicle segments, GMC came out on top for mass-market SUV/minivan and mass-market trucks, while Chevrolet was the top brand among mass-market carmakers.

Driver interacting with the new Virtual Cockpit System in the 2024 Buick Encore GX Avenir. Preproduction model shown. Actual production model may vary. Available in Spring 2023.

Those scores are significant at a time when other companies struggle to meet customers where they want to be on EVs and other new technologies. J.D. Power cites salesperson knowledge as a significant barrier to customer satisfaction, saying that EV buyers’ perception of their salesperson’s abilities is far lower than that of gas vehicle buyers. At the same time, EV buyers want more information on maintenance, range, charging, and other issues, with many saying learning more about charging is a high priority.

Another significant driver of buyer satisfaction comes from pricing, where J.D. Power noted that buyers who paid more than MSRP tend to be less satisfied than those who paid the list price. While fewer buyers are paying more than MSRP than they did in 2022, there is still a significant number of people paying over the list price. 

Front 3/4 view of the 2024 Buick Envista ST in Cinnabar Metallic and rear 3/4 view of the 2024 Buick Envista Avenir in Moonstone Gray Metallic. Preproduction models shown. Actual production models may vary. Arriving summer 2023.

Buick, GMC, and Chevrolet continue to offer strong incentives and a robust line of electrified vehicles. The Chevrolet Equinox EV is on sale now, and the Bolt and Bolt EUV remain hot sellers despite their move off the market. That illustrates that customers are so satisfied with the brand and shows a dedication to delivering the information and experience people want when buying a novel product. Electric vehicles aren’t a complete departure from gas models, but the experience is different enough that buyers want to feel they have the right knowledge before driving off the lot.

2024 GMC Sierra 1500 SLT Crew Cab Short Box 4WD in White Frost Tricoat. Direct front image in motion, driving on bridge next to river.

J.D. Power polled 37,234 buyers who purchased or leased a vehicle between March and May 2023. The organization looked at six areas of the buying process: delivery process, dealer personnel, working out the deal, paperwork completion, dealership facility, and dealership website.

When you’re ready to experience the difference a knowledgeable, caring staff can have, Penz Buick GMC of Rochester should be your first stop. We’ll be excited to show you around the new models and answer any questions about charging, the EV ownership experience, and more.


Posted in Buick, GMC